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  • 1.  AHT With Classification and Intent

    Posted 07-10-2023 13:52
    No replies, thread closed.

    Hello! My company utilizes Salesforce CRM platform in conjunction with Genesys. I was curious if anyone knows if and/or how it's possible to track AHT by classification and intent in cases? Trying to find out which classification/intent is taking our advocates the longest on their calls. Thank you in advance!


    #Reporting/Analytics

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    Kali Fugatte
    Humana Inc.
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  • 2.  RE: AHT With Classification and Intent

    Posted 07-16-2023 04:49
    No replies, thread closed.

    The SalesForce integration by default should supply the handle time for each interaction in the Case/Contact Activity record.  You can easily produce a dashboard widget to average that over the time selected.  As for topics, that is in the conversation speech analytics data, but you will need to create a SalesForce Flow that waits after disconnect for a few seconds and the run and Get Conversation Details to retrieve that and write it to the activity.  Then you use Tableau or a widget to display the result.  It will be a JSON formatted response, so use Flow to either create pipe-delimited or csv response.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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